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Tracking emails from a shared mailbox

  • 1.  Tracking emails from a shared mailbox

    Posted Jul 19, 2018 09:00 AM

    Issue - tracking emails from a shared mailbox. I running 365 8.2 online and the Dynamics Outlook App. When a user opens an email in a shared mailbox the icon for the Dynamics 365 App. is greyed out, and they are not able to trigger it. Once they click reply on the email then they have access to trigger the Dynamics 365 App., I figure it is because then the email is theirs.
    Has anyone figured out how to get this to work?



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    Mitch Davidson
    CRM Administrator
    County Materials Corporation
    Marathon City WI
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    Conference-CRMUG_200x200


  • 2.  RE: Tracking emails from a shared mailbox

    TOP CONTRIBUTOR
    Posted Jul 19, 2018 09:39 AM
    The Outlook app doesn't support shared mailboxes.  Microsoft's official way to handle that is to make a Queue in Dynamics and point your shared email to that queue.  Then everyone can get the email from Dynamics.

    It's not perfect, especially if you have people working just from Outlook, but the intent is that once someone picks up an email from the queue, nobody else will accidentally pick it up as well.

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    Wayne Walton
    CRM Practice Lead
    eBECS Limited
    Atlanta GA
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    Conference-CRMUG_200x200


  • 3.  RE: Tracking emails from a shared mailbox

    MICROSOFT MVP
    Posted Jul 19, 2018 11:25 AM
    @Mitch Davidson - Something to consider is that a shared mailbox is "assigned" to a specific user. The regular inbox of a specific person is attached to a user account which is connected to their Dynamics ​365 user account.

    In the case of a shared mailbox, there isn't a specific account within Dynamics 365 that it's connected to. So, if the Dynamics 365 button were lit up and you clicked it, Dynamics 365 would have no frame of reference to know who is creating a record using the "Set Regarding" options.

    So, as mentioned in the previous post, this is where Queues come in to play. Set up queues to manage activities and cases (Dynamics 365 for Customer Service)
    Microsoft remove preview
    Set up queues to manage activities and cases (Dynamics 365 for Customer Service)
    In this article Applies to Dynamics 365 (online), version 9.x Use queues to organize, prioritize, and monitor the progress of your work. In Dynamics 365, queues are containers used to store anything that needs to be completed or requires an action, for example completing a task or closing a case.
    View this on Microsoft >


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    Aaron Back, MCP
    Sr. Microsoft Dynamics 365 Consultant
    www.acemicrotech.com
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
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    Conference-CRMUG_200x200


  • 4.  RE: Tracking emails from a shared mailbox

    Posted Jul 20, 2018 09:06 AM
    ​Wayne and Aaron,
         Thank you for the information.
        I thought this was unsupported, but wanted some verification I guess.
    I will have to check into these options.

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    Mitch Davidson
    CRM Administrator
    County Materials Corporation
    Marathon City WI
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    Conference-CRMUG_200x200


  • 5.  RE: Tracking emails from a shared mailbox

    GOLD CONTRIBUTOR
    Posted 8 days ago
    Hello everyone,

    we have the same issue

    one user is connected to 1 email box and 2 shared email boxes (there are 3 users in CRM365). and the user is using a dynamics 365 app for outlook(Outlook add-in).

    What are the steps that I have to follow to create these queues and work properly with outlook and the 3 email boxes ???

    thanks in advance

    p.s. right now when a user tries to track an email from the shared email box receives this alert message "This operation cannot be performed. In this Folder, no add-ins are supported"

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    giovanni manunta
    Application Owner MS Dynamics 365 CE
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    Conference-CRMUG_200x200


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